2009: The Year of Engagement Andy Steggles CIO, RIMS [email protected] Connecting Great Ideas and Great People
Jan 13, 2015
2009: The Year of Engagement
Andy StegglesCIO, [email protected]
Connecting Great Ideas and Great People
Engaging in a big, big world Currently there are 118.2 million blogs and growing
Public social media websites such as Facebook add on average
250,000 new users each day
Across the world, activity in "member communities" accounts for one in every 11 minutes spent online.
Unique visitors to Twitter increased 1,382% in one year, from 475,000 unique visitors in February 2008 to 7 million in February 2009
Agenda Social Web 101 – Public vs. Private – Benefits of Private Member Demographics as part of your social strategy Profile “Completeness” Chapter/Component Social Strategy Quest for more data: Need updated profiles – good for everyone –
demographics are key Viral Engagement Personal Professional URLs Definition of Engagement
Engagement Generator Tool Engagement Points Example website which utilizes social media
Housekeeping Items
• Switch on your blackberries and cell phones• Use your computers• Talk to each other
• Session specific Tag: #asae09 LS1
• Annual Meeting Hub at http://asae09.org
= Presentation 2.0
Social Web 101
What is the social web? Social Media Social Networking
Public vs. Private – Pros and Cons
Demographics
Editing a Demographic Item
Profile “Completeness” Member Demographics as part of your
social strategy
Profile “Completeness” what elements should it consider? Weighting? Reporting Include Your Components
Completeness Reports Total Average Completeness of
Communities (Chapters, Committees etc.)
Members vs. Non-Members
Ranking of Chapters
Create a Competition
Chapter AwardsProgram
Chapter/Component Social Strategy
Centralize Single Source Social Network Give them measuring tools – overall community
engagement Meetings
Speaker Profiles Centralized Meeting Data Member/Non-Member Rates
Viral Engagement
In-person Word of Mouth Online Word of Mouth (refer a friend) Viral Applications
Member get a Member Mentoring Refer a Friend Tell them
Member-Get-A-Member/Mentoring
Member-Get-A-Member
Step 1:
Member-Get-A-Member
Step 2: Pay it Forward!
Mentor-Me-Mentor-You
Mentor-Me-Mentor-You
Step 2: Pay it Forward!
Mentor-Me-Mentor-You Step 3: Matching Summary
Mentor-Me-Mentor-You Step 4: CONNECT…
Pay It Forward
What else could Pay It Forward? Everything…
(Personal) Professional URLs
Motivate members to include in their email signature
Trackable Demographics Facilitated World of Mouth
Definition of Engagement is ChangingNo longer limited to the traditional offline world
Chapters Volunteer Role Attendance
Events Annual Conference Workshops
Committees Position Length Served
Bylaw Voting Survey Participant
Return on EngagementReturn on Engagement or how members, constituents and donors respond to various initiatives, through retention, donations and active participation.
What triggers emotion within a target audience to ultimately causeengagement?
Is ROI an accurate measurement? Social vs. Media
Media = impressions, response rates, website visits Social = quality and depth of relationships
Need to see concrete results
RIMS Engagement Strategy
Identify Goals Find your Creators Challenge your Creators Thank and Reward
Engagement Strategy: Identify Goals
What do you want to achieve? Does it align with your mission etc.
Advocacy Increase Retention Improve Member Satisfaction More?
Engagement Strategy: Find Your Creators: EngagementOmiterEngagement Category
Probability (Weighting)
2009 Magazine Author 10
Failed Magazine Author 30
Speaker 15
Exhibitor 40
Chapter Officer 16
Committee member 20
Donor 25
Non-Member 100
2006 Abstract Submitter 38
Member 50
Engagement Strategy: Import Activity
ID Name Activity Category Weighting
20034 Andy Steggles 2009 Magazine Author
10
43433 Valerie Cammiso
2006 Abstract Submission
38
34533 Mark Jones Chapter Officer 16
10020 Suzanne Tanguay
Non-Member 100
34453 Meg McGeady Failed Magazine Author
30
20034 Andy Steggles Speaker 15
20034 Andy Steggles Donor 25
43433 Valerie Cammiso
Chapter Officer 16
Challenge Your Creators (strategically)
Don’t just send them all a blast email Flag each individual with their highest
engagement type If someone has submitted an abstract submission but is
also an author of a magazine article, flag them as “Magazine Publisher”
Put into manageable groups (50 per time) and schedule the blast emails to them
Ensure emails are personalized based on their engagement type
Thank and Reward
What happens after someone has posted their first blog? (usually, very little)
Set expectations and encourage them to continue to “build their brand”
Show them recognition and others being recognized Feature Bloggers in Printed Periodical Digital Ribbons/Printed Ribbons Professional Profile Brand Awareness Home Page Recognition
Recognition: Phi Sigma Sigma
Digital Ribbons
Community Ribbons (Chapters etc.) Individual Recognition (award
winners) Engagement Recognition Activity Based Recognition
Ribbon Management – How does it work?
Community Ribbons
Ribbon Selector
Ribbon Creation
Engagement Points What are they? How do they work? Is Contributor vs. Non-Contributor What do points make?
Social Networking = Member Engagement = Improved Member Retention
Popularity Redefined
Wiki Glossary Measuring edits and number of
character differences for updates
Content Management Posting new content or editing a page
which is a wiki
Directory 2.0 Add friend, create a group, viewing
profiles etc
Resource Library Adding files to share, downloading and
rating
Blogs: Created a blog Rated a blog Commented on a blog Rated a comment on a blog Shared blog Emailed to a friend eGroups: Posted Replied to Sender Replied to eGroup Viewed Forwarded to a friend
The Tangible Metrics Rumored Google Number
Example of Point ValuesBlog Engagement Activities
Activity Point Value Activity Point Value
Read 1 Add Author as Friend/Contact 2
Create 7 Print 1
Rate 2 Subscribe to RSS Feed 2
Comment 4 Trackback 1
Rate a Comment 1 *Forward to a friend 5
Add Related Link 2 Add to Favorites 2
Rate Related Link 1
*Notice how the “Forward to a friend” activity has been assigned a unusually high point value. This is because it has been recognized that each instance of this activity might generate a new prospect (since the email address of the person it is being forwarded to is being recorded).
Home eGroups Blogs Directory Wiki Resource Library
Engagement Point Center
Engagement Activity Current Point Value
New Point Value
Read 1
Create 7
Rate 2
Reply to Sender 4
Reply to Discussion Group
2 3
Add Related Link 2
Rate Related Link 1
Add Author as Friend 2
Print 1
Subscribe to RSS Feed 2
View Thread 1
The Numbers
The Engagement Aggregates
Mid-sized organization with 5000 individual membersTotal Points Generated 77,620Average Points Per Member: 15.52Most Valuable Member: Mike Stevens, 343 PointsTotal Blogs Created: 87Total eGroup Postings Submitted: 700Total Wiki Glossary Edits: 250Total Files Shared: 160
Example: http://test.nysaenet.org
Social/Viral Applications Business Sheep Throwing What type of apps are viable viral apps?
Mentoring Applications Salary Surveys Industry Benchmark SurveysNote: mostly research related
Public vs. Private Platform Apps Public – Get-A-Member (no accountability) Private – Industry Benchmarks, Award
Nominations, Competitions (accountability)
Sample Business Social/Viral Apphttp://apps.facebook.com/areyoupaidenough/
Refer a Friendhttp://apps.facebook.com/areyoupaidenough/
View Benchmark Results (real time)http://apps.facebook.com/areyoupaidenough/
Contact Information:
Andy StegglesCIO, RIMSWebsites: www.RIMS.org
Andy StegglesChief Operating OfficerHigher Logic, LLCTel: [email protected]
Connecting Great Ideas and Great People
Bonus Slides
Viral/Social Applications
on Private Platfor
m
RIMS Case Study
Source : Forrester Research/Groundswell
Creators: Publish Blog, Upload Own Video/Audio
Critics: Post Ratings/Reviews of products; comments on other’s blogs
Collectors: Use RSS Feeds, Voting on sites like Digg
Joiners: Maintain Profile on social networking site
Spectators: Read Blogs, Watch Video/Audio from other users
Inactives: Do not create or consumer any social media
RIMS –The Results
Note: The average age of a RIMS member is currently 49 years.
Creators
Critics Collectors Joiners Spectators Inactives
RIMS 10.7% 22.9% 10.7% 23.0% 73% 23.5%
MA Med 13.0% 21.6% 14.9% 20.6% 73.9% 22.1%
USAAverage
19.0% 25.0% 12.0% 25.0% 48% 44.0%
USAAge 45-
54
11.0% 19.0% 8.0% 12.0% 45.0% 50
Finding: Need to incentivize the creators
Exit Strategy Who blogs for your association?
Person or Org? What happens when the person leaves?
Who owns the brand? Is it transferrable?
Ideal Solution is to have a person write the blog under a corporate brand Example: “Risk vs. Reward” by Andy Steggles… but when Andy
leaves, it is still “Risk vs. Reward” but by Mark Smith
Engagement Central
Social Networking is powerful, but need to measure and reward
Tie in measurements to mission and vision statement
Ability to assign point values for activities